The U.S. airport industry’s passenger sentiment score increased 4.4% as the U.S. DOT launched its new dashboard for airline passengers.
September 2, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score increased by 4.4% to 8.36 from 8.01. The U.S. Department of Transportation (DOT) has created a dashboard to “ensure the traveling public has easy access to information about services that U.S. airlines provide to mitigate passenger inconveniences when the cause of a cancellation or delay was due to circumstances within the airline’s control.” The DOT dashboard is technically “dynamic”, although it seems to only provide information that will remain fairly static. It is definitely not a real-time dashboard showing how airlines are performing day-to-day, week-to-week, or even month-to-month. Consumers and industry observers will need to look to other sources for real-time data.
GlidePathCX continues to engage millions of airport passengers each week by reaching passengers on their mobile and laptop devices while they are in the airport. The majority of these electronic communications contained a Passenger Experience Survey, with overall sentiment measured on a scale of 1 to 10 (10 being the best).
GlidePathCX’s Sentiment Score was calculated for each airport on a near real-time basis via the company’s proprietary Insight360SM dashboard. The resulting data was then aggregated to calculate a sentiment score for the U.S. airport industry as a whole.
For the week ending September 2nd, the percentage of business traveler respondents was significantly higher than in previous weeks: 19.5% for business travelers vs. 80.5% for leisure travelers. In previous weeks the percentage of business travelers has hovered at around 20%.
OAG.com is a long-standing source of on-time performance data. Formerly known as the “Official Airline Guide”, OAG is a fantastic online source of airline statistics. GlidePathCX has incorporated OAG’s data into its comprehensive data dashboard for airlines and airports. In addition, GlidePathCX has integrated T-100 data from the Department of Transportation’s Bureau of Transportation Statistics’ BTS.gov website. These integrations allow GlidePathCX to engage in the forecasting of flights, seat load factors, and passenger flows through airport terminals at the gate level. GlidePathCX, via its Insight360 dashboard, provides airports with sophisticated forecasting to aid in concessions planning, staffing, and other critical airport customer experience functions.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.